103 Reviews and Ratings
2 Reviews and Ratings
The relationship building with the entire team at LMI from Sales, to the Account Manager to our Customer Relationship manager and their product Bold360 was excellent. They were always willing to listen to different ideas and try to make them work for us Incentivized
Using LiveChat for the type of company I work for (inside sales - remote) is wonderful. Since we are not seeing our clients face to face, the chat feature on our website is amazing for helping assist others. The only time it becomes a hassle is when the current client/chatter wants a direct call from the person they are chatting with. We try not to double dip in being logged into both the phone and chat at the same time, but we typically are able to resolve the issue without any pains.Incentivized
We’ve built our environment to scale globally and currently leveraging the platform in U.S., LATAM, BRAZIL, APAC, and EMEA.Email integration with Outlook has helped channel emails to agents by skill set.The knowledgebase has shared global articles, which are auto-translated to our fans who engage our brands based on their questions.I want to add kudos to the support received from our Customer Success Manager and Technical Account Manager.
Their customer support is so quick with help/responses!In the two years that I have used the product, I haven't experienced any downtime.Consistency, professional and clean, user-friendly.Incentivized
Reporting capabilities. I think the dashboard and reporting tool could contain more details in terms of what data is visible and available to the user/administrator.Native mobile applications to provide added support.Improving the beta testing program to use new features before understanding whether the update can be pushed out without causing issues with the end-user.Incentivized
Making it easier to find archived chats (having the option for just one's self)Color scheme changes - maybe some darker colors, not as bright/whitesA different way of transferring to dept's and not just giving a direct transfer option as the first option.Incentivized
Day-to-day use of Bold360 AI (chatbot) use (reviewing new questions, adding new responses, tagging, etc.) is fairly simple, but utilizing more advanced features and custom channeling, etc. typically require escalation to developers and may require additional costs if you want help to implement Incentivized
Great customer support management provided by LogMeIn, which gives you a direct line with regular meetings with the company to make sure your implementation is a success. [The] account manager is always readily available as well for engagement. Opportunities though exist in a balance between professional services support and VIP support that can be improved upon more.
I used LivePerson in my previous company. It was the same as BoldChat in terms of being a standalone chat application. But when I started using Bold360, for the very first time I felt I'd found a tool that made chat a really good channel for communications.Incentivized
They all serve different purposes but LiveChat is the only platform that's actually just for chatting rather than for communication amongst remote employees. All systems work together though and for that, our teams run smoothly and communication is amazing!Incentivized
Considerable saving on ticket deflection so return on investmentSaved on extra support engineer recruitment through self serviceEnabled support engineers to concentrate on more complex customer issues as simple and semi-complex issues are generally dealt with through self service--so better quality of service for customers
Helps us keep up with our current customers and resolve their issues ASAPAllows for new sales to come through easily. Makes it easier to explain the product and show as we go along.API's allow for a ticket to be created with each chat (into our CRM) and allows us to keep track of the chatters throughout the day and log any information we may have missed.Incentivized